Totango - a must have for every fast growing company
Our company is a startup which grew up really fast within the last 2 years. Our customer management system was based on spreadsheets and …
Totango
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Totango
Top Rated
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Totango
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What is Totango?
Totango is a customer success platform that is designed to help recurring revenue businesses simplify the complexities of customer success by connecting the dots of customer data, actively monitoring customer health changes, and driving proactive engagements.
According to the vendor,...
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Top Rated
2022
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Popular Features
View all 17 features- Customer segmentation (234)8.585%
- Customer profiles (241)8.484%
- Product usage (233)7.979%
- Customer health scoring (243)7.777%
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Video Reviews
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Totango Review: Stands Out Because Of Its User Friendly Interface
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Pricing
View all pricingCommunity Edition
$0
Cloud
Starter
$499
Cloud
per month
Entry-level set up fee?
- Setup fee optional
For the latest information on pricing, visithttp://www.totango.com/results/protect#…
Offerings
- Free Trial
- Free/Freemium Version
- Premium Consulting / Integration Services
Product Demos
Totango launches Customer Success for Everyone - Free Forever
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What is Totango?
Totango is a customer success platform that is designed to help recurring revenue businesses simplify the complexities of customer success by connecting the dots of customer data, actively monitoring customer health changes, and driving proactive engagements.
According to the vendor, Totango is also the only customer success platform provider that offers solutions for companies that have or sell into multiple products, hierarchies, and channel partners.
Features Include:
Customer and User Monitoring Platform: real-time monitoring of key account and user-level metrics on product adoption, value delivered, utilization, and operational incidents.
Early Warning System: a system that computes customer health and alerts companies when a customer needs attention based on shifts in health or occurrence of specific at-risk events.
Customer Success Work Management: business process management for customer success managers and executives including account management workflows, best practice automation, team performance measurement, and executive reporting and dashboards.
Customer Nurture and Retention Campaigns: automated, personalized campaigns to drive onboarding and product adoption based on actual user behavior and results.
Customer Analytics: Deep segmentation and analytics capability to discover trends across the customer base, develop benchmarks, and examine rich account and user profiles.
Totango Features
Customer Data Extraction / Integration Features
- Supported: Product usage
- Supported: Help desk / support tickets
- Supported: Online customer community
- Supported: Billing
- Supported: Marketing emails
Customer Success Management Features
- Supported: NPS surveys
- Supported: Customer profiles
- Supported: Automated workflow
- Supported: Internal collaboration
- Supported: Customer health scoring
- Supported: Customer segmentation
CSM Reporting & Analytics Features
- Supported: Customer health trends
- Supported: Engagement analytics
- Supported: Revenue forecasting
- Supported: Dashboards
- Supported: Customer lifetime value
- Supported: Churn rate
Security Features
- Supported: Role-based user permissions
Platform & Infrastructure Features
- Supported: API
- Supported: Integration with Salesforce.com
- Supported: Integration with Marketo
Additional Features
- Supported: Dynamic Assignment
- Supported: Outcome Success Plans
- Supported: Customer Portal
- Supported: Team Performance Review
- Supported: Portfolio Management
- Supported: Account Hierarchy
- Supported: Custom Metrics
- Supported: User Level Reporting
- Supported: Team Adoption
- Supported: ISO 27001 Security
Totango Video
Totango's new Community Edition democratizes access to Customer Success technology. It's built for teams or individuals just getting started in Customer Success and looking for ways to scale their organization. Community Edition gives users the essential functionality in Totan...
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Totango Technical Details
| Deployment Types | Software as a Service (SaaS), Cloud, or Web-Based |
|---|---|
| Operating Systems | Unspecified |
| Mobile Application | Apple iOS |
Frequently Asked Questions
Reviewers rate Customer segmentation highest, with a score of 8.5.
The most common users of Totango are from Mid-sized Companies (51-1,000 employees).
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Reviews and Ratings
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January 27, 2023
Totango - a must have for every fast growing company
Our company is a startup which grew up really fast within the last 2 years. Our customer management system was based on spreadsheets and google docs, and as we acquired more and more clients it started to turn unscalable. There were lots of documents, all over the company's Drive database and things usually got lost and it started to get difficult to properly follow and update all our customer's status. With Totango came the solution to this issue, because we can have all of our customers in the same place, under the same format no matter who manages them and got really easy to get info and metrics from there.
January 26, 2023
Couldn't be happier
We use Totango to organize the workflows on our Customer Success team and Account Management teams. Having a single system that allows both teams to cleanly split up the tasks needed, so we don't overwhelm the client and can support them fully in their customer journey is a huge benefit to our organization.
January 25, 2023
Totally Totango!
We use Totango as our CRM. It is very easy to understand and helps me complete my task efficiently. I think one of its best features is the ability to search a customer's account with just a company domain. It saves time and effort instead of switching from one database to another. Other CRM does not offer searchability as Totango did. I also like the way how our task view was set up in Totango. Instead of cluttering the entire page, it lets me view week-by-week tasks so I can manage them properly without getting overwhelmed by upcoming weeks or the following month's list of tasks.
I am happy that I got the chance to experience Totango. The UI is clean, packed with a lot of features, and of course, easy to navigate.
I am happy that I got the chance to experience Totango. The UI is clean, packed with a lot of features, and of course, easy to navigate.
January 25, 2023
Totango - A customer data platform
We use Totango to track customer engagement. We've built our own rules/segments to see how the touch points are tracked, customer activation rate, team reports for reviews etc.
January 16, 2023
All in one CS
Totango runs our onboarding process, customer journey, and renewal cycle. We also use the system to track KPIs, account and user activity.
December 20, 2022
Wonderful for managing all books of business!
Totango helps organizations with information accessibility challenges. It is user-friendly and allows all teams with user access to get up to speed with their customer accounts with a few clicks. I stay on top of my customer interactions by tracking tasks, capturing links to CSPs and customer initiatives, and following up on pertinent touchpoint action items. The info is easy to find and gives a high-level overview of my book of business and detailed info on particular accounts that need a little more love.
December 08, 2022
The bomb in customer success software!
We use Totango as a customer success solution to keep track of our customer's journey from sign-up to advocacy. Before Totango, we struggled to keep track of meaningful aspects of the client relationship, and Totango has provided us with a solution. Now we can easily manage a high-touch customer experience for clients at every stage of the customer journey.
September 07, 2022
Outstanding Experience.
I use Totango to manage my book of business, including logging touch points, keeping track of tasks, and automating processes. Our team manages a subset of our customers in Totango, which provides a quick place to find key account information, calculates customer health, and provides visibility to leaders on the status of our relationships with our customers. We've also developed success plays and campaigns to target our customer base and establish best practices among the team.
August 21, 2022
Great ROI, makes our lives so much easier
Score 9 out of 10
Vetted Review
Verified User
We use Totango to manage our high volume, high touch style of Customer Success. This means we use as many automations as possible to trigger campaigns and tasks to keep our CSMs operating at a high level of efficiency. The ability for our CSMs to share work with each other has been a game changer. Also the ability to easily log touchpoints and then create segments based on those touchpoints as given us new data and insight into our daily work.
August 16, 2022
Totango has amazing features and capabilities
Score 8 out of 10
Vetted Review
Verified User
We used Totango to understand the health of our clients and to keep internal teams informed on the status of major milestones. This was helpful to people who missed meetings or those who weren't involved in the day to day project (e.g. leadership). There are a lot of features available and a lot of customizations. That can be a good thing, but it can also be cumbersome. One thing that's important is to make sure that everyone who is using Totango uses the same format and same customizations.
Problem - Implement the playbook for our onboarding and CS team. Scope - All customers that the business development team signs up.
July 28, 2022
In the right path with Totango
I use Totango to create data points and then build campaigns under the different SuccessBlocs to trigger them according to the target set. Afterward, I have to monitor the performance of the emails sent and look for opportunities to optimize the process.
We use Totango on a daily basis to track the overall health, campaigns sent touch points, and more for our individual book of business. It helps us manage our accounts, know which ones need attention, account history, etc. We also use it to send targeted marketing campaigns for our large user base.
July 22, 2022
Huge fan of Totango
We use Totango to manage our customers post-sale. It allows us to stay on top of the journey, identify risks and manage the renewal. It is insanely easy to set up (and you can get started for free!). It allows me, as the manager of the team, to get different dashboards on the overall picture of our customer health, as well as make sure the team is on track with their daily activities.
July 06, 2022
Great tool for visibility into customer behavior
We use Totango as our primary tool to identify customer health, log interactions with customers, create automated processes to reach out for business reviews and renewal discussions, etc. This is primarily being used by our Customer Success and Retention teams, however the sales team does have limited access to Totango as well.
Our goal was to organize all customer interactions, health, and process in one system to reduce customer churn and make our customers successful. We looked at other support systems which were only ticket-based and not as comprehensive as Totango. We wanted to automate certain customer interactions and reduce the number of customer success agents we needed to appropriately support our customer base.
June 15, 2022
It's Good, but more automation please!
We use it to keep track of direct Customer Success interactions and touchpoints with the customer, in the hope that the health scoring gives us an accurate indication.
June 15, 2022
Totango for a Customer Development SDR
On my team, we use Totango to have a quick overview of the customer's domain. I use it as a tool to decide if I should reach out to the client when it comes to upgrading them to the newer platform we offer.
June 13, 2022
Totango Experience - first 2 years
Totango is primarily being used by Enterprise and SMB CSMs and managers. We have a number of account execs also using Zoe licenses for visibility. The primary goal is to get a 360 view of the client experience along the journey and proscribe key engagements based on lifecycle and current status.
April 27, 2022
Happily using Totango for our 3200 customer locations
Totango allows us to scale our Customer Success strategy and customer communications. We're able to build automations both for customer communication campaigns, but also for our CSMs to execute on risk playbooks and ad hoc projects. Health scoring has been a new way for us to judge "top performers" through quantifiable and trackable ways.
April 17, 2022
Totango for CS is a must have.
Totango is one of our primary products for our CSM team. We use it to track customer health and issues as well as the main storage location for CS activities. We use it to track how each of our customers is doing through various stages of our interactions. Totango helps visually see the health and well-being of all our accounts in a KPI way.
March 09, 2022
Totango for the win...
Totango enables my Customer Success team to see all of our customer data in one spot. This provides a much more comprehensive view of customer health scores and allows us to make educated and more automated decisions regarding how to best help our customers. Totango's automated success plays help facilitate a clean best practice for my team to follow so that we can ensure all customers are receiving a consistent approach and the right level of touch. The customer data hub makes it very easy to integrate with external data sources and the onboarding team was very helpful during the implementation stage.
We use Totango to manage customer success. Totango integrates fairly well with our platform and pulls usage data at a user level (ofcourse needs a fair bit of work from the tech team at the time of set up and a fair amount of ongoing work as well). We use Totango to view usage information in different dashboards, capture all user interaction history in one place, plan actions, playbooks, automate playbooks based on user actions. Multiple dashboards can be set up for specific visualisations. It is possible to customise Totango to a fairly high degree - which allows for meeting of business needs. However, it does have its limitations - the set up took a very long time and as you dig deeper, you start realising the limitations that Totango has with respect to task management, integrations, documentation, dashboards, etc.
February 16, 2022
The Future of Customer Success Software!
We use Totango for client health scores, churn prevention, success planning, business growth and expansion.
February 14, 2022
Great tool due their customizable standardization.
We were in need of a tool that could help us get our Cisco CX advanced certification. We knew what we needed and what we wanted and investigated different tools. Totango's came through due to their strength to provide standardised building blocks which we altered to our CX practise and specific needs. This combination of speed and customization enabled us to be on top of our game sooner than anticipated.